General Terms and Conditions
1. Introduction
1.1 These terms and conditions apply to all use of the Hike & Haven website and for all orders placed through our online shop.
1.2 The meaning of the terms used in these terms can be found in Article 23 (“Definitions”).
2. Acceptance of the terms
2.1 By using our website or placing an order with Hike & Haven, you state that:
- (a) you are a natural person aged at least 18;
- (b) you are legally authorized to enter into a binding contract; and
- (c) there are no legal or contractual obstacles preventing you from entering into a contract with us.
2.2 Hike & Haven reserves the right to ask you for written confirmation that you are in fact authorized to accept these terms.
2.3 You also warrant that:
- (a) you have not been convicted of offenses related to computer misuse or online activities; and
- (b) you have not previously been banned from using our services or accessing our online shop.
2.4 Hike & Haven reserves the right to restrict or deny your access to (parts of) the website where necessary to protect our services, other customers, or to comply with legal obligations.
2.5 By placing an order with Hike & Haven, you confirm that:
- (a) you have read and understood these terms and agree to them in full;
- (b) your order is governed exclusively by these terms;
- (c) no other agreements outside these terms apply; and
- (d) you will comply with all obligations under these terms.
2.6 If you do not agree to these terms, please do not use our website or place any orders.
2.7 To use certain features on the website or complete a purchase, you may first need to expressly agree to these terms.
2.8 By using our website or placing an order:
- (a) you also agree to our Privacy Policy; and
- (b) you accept our responsible use policy for our services (see Article 12).
2.9 We recommend that you save or print a copy of these terms for your records.
2.10 If you do not agree to these terms (or any part of them), we advise you not to contact us or use our services.
3. Use for personal purposes
You declare that you primarily use the Hike & Haven online shop for private purposes. This means:
- you purchase products as a private consumer and not for resale;
- you do not resell the purchased products or use them for commercial purposes.
4. Prices and additional costs
4.1 All prices on the Hike & Haven website include the applicable taxes (e.g., VAT, where applicable) and other applicable taxes. Shipping costs are included in the price unless otherwise stated on the product page or at checkout.
4.2 Please note: If you order outside the relevant delivery country or if a shipment is delivered across a border, additional costs may arise upon import. These include customs duties, import taxes, or local charges imposed by the destination country. These costs are not included in the product price or shipping costs and are borne entirely by the customer.
If you have questions about possible import costs, we recommend contacting our customer service or the local authorities in advance.
4.3 Hike & Haven strives to provide accurate and up-to-date information on the website, including product prices and descriptions. Nevertheless, if an error occurs in a stated price, we will contact you as soon as possible. You will then have the option:
- to confirm your order at the correct price; or
- to cancel the order free of charge.
4.4 In the event of an obvious pricing error, we are not obliged to deliver the product at the incorrect price, even if you have already received an order confirmation.
4.5 Hike & Haven reserves the right to adjust prices at any time. These changes do not affect orders already confirmed for which you have already received an order confirmation.
5. Ordering and confirmation
5.1 After you place an order through the Hike & Haven website, it will be processed subject to product availability. If the item is in stock, we will send you an order confirmation by email.
5.2 A binding purchase contract is only concluded upon receipt of this order confirmation—and applies exclusively to the products expressly listed therein.
5.3 If you have ordered multiple items, they may be shipped in different packages. You will be informed of this separately.
5.4 Hike & Haven reserves the right to remove or change products from its range at any time without prior notice.
5.5 We also reserve the right to reject or cancel an order in whole or in part, even after you have received an order confirmation. This may occur, among other things, in the event of technical errors, incorrect price information, or suspected fraud.
5.6 If we have to cancel your order after your payment, you will of course receive a full refund of the purchase price via the original payment method as soon as possible.
6. Payment
6.1 Payments on Hike & Haven can be made using the payment methods available on the website, such as credit card, Apple Pay, Google Pay or other secure payment solutions. All payments are processed through recognized and secure payment providers.
6.2 Hike & Haven is not liable for the fraudulent or unauthorized use of your payment method by third parties. We also cannot assume liability in the event of the loss or theft of your card or account details.
6.3 If chargebacks or refund claims are made abusively, fraudulently, or without justification, we reserve the right to take appropriate measures (e.g. providing evidence to payment service providers or taking legal action). Consumers' statutory rights remain unaffected.
7. Delivery
7.1 Hike & Haven will do everything possible to deliver your order to the delivery address you provided during the ordering process.
7.2 When you complete your order, we will show you an estimated delivery date so that you know when to expect your order. However, this is only an estimate and not a guaranteed delivery period.
7.3 If delivery to the address provided is not possible (e.g. due to restrictions in the delivery area), we will contact you as soon as possible. In this case, the order will be canceled and you will receive a full refund of the purchase price via the original payment method.
7.4 The risk of loss or damage to the goods passes to you only when you (or a person you designate) have physical possession of the goods. If you expressly designate a drop-off location (“Safe Place”) or delivery to another person, the risk may pass to you upon handover to that location or person.
Contact
Do you have any questions about these terms, your order, or our online store? Just send us an email at support@hikeandhaven.com. We're happy to help.
8. Cancellation or Changes to Your Order
8.1 If you wish to cancel or change an order you have placed, please contact us by email as soon as possible at support@hikeandhaven.com. We can only process cancellations as long as the order has not yet been shipped.
8.2 If your order has already been packed or is in transit, it can no longer be changed or canceled. You can return the package after receiving it in accordance with our return policy (see Article 10). In this case, please let us know in advance that you intend to return the package. For faster processing, please send us proof of shipment for your return.
Please note: If a package is lost in transit or cannot be delivered, we will investigate the matter with the shipping provider and inform you of the next steps. Mandatory consumer rights (including statutory claims for replacement or refunds) remain unaffected.
8.3 Our processing system is largely automated, which means that orders are processed immediately after payment. In most cases, we can no longer interrupt orders once they have been placed. Only in exceptional cases can we make a change or cancellation within 24 hours of the order, provided that the package has not yet been shipped.
9. Defective or damaged products
9.1 You acknowledge that the products in our range are standard items and have not been specially made for you or customized to meet individual requirements.
9.2 All information on our website—including descriptions, specifications, and product images—is offered as available, without any guarantee of absolute accuracy, completeness, or suitability.
9.3 The product photos on our website are for illustrative purposes only. In reality, the products may differ slightly from their online depiction in terms of color, shape, or packaging.
9.4 Did you receive a product that is defective or damaged? If so, please contact us as soon as possible at support@hikeandhaven.com. Please provide a clear description of the problem and attach photos showing the defect.
9.5 After confirmation, you can return the relevant item to us in accordance with the return instructions specified in Article 10.
9.6 Once we have received the returned item, it will be inspected. Processing times may vary depending on the product type and current workload.
9.7 If we determine that the product is actually defective, we will inform you by email.
9.8 In the event of a valid defect or damage in transit, you are entitled to one of the following solutions, subject to the applicable mandatory consumer rights:
- (a) a free replacement of the product, including the shipping costs for the replacement item; or
- (b) a full refund of the purchase price, including any return costs. Refunds are issued using the payment method you originally used.
9.9 If, following inspection, it turns out that the product is not defective or damaged, we reserve the right not to provide any compensation or replacement. In this case, we may charge reasonable compensation for administrative and logistics costs.
10. Right of return and refunds
10.1 Hike & Haven's return policy forms part of these General Terms and Conditions and applies to all use of our online store and all orders.
10.2 Are you dissatisfied with your order or part of it? Then you may submit a return request within 30 days of receiving the last item from your order. To do so, contact us by email and specify which product you wish to return. After our confirmation, you may send the item to our return address.
10.3 The cost of returning the product shall be borne by the customer, unless otherwise stated or previously agreed with us.
10.4 We will process a refund only after we have physically received and inspected the returned package.
10.5 You are responsible for returning the product correctly. The product must:
- be in its original condition (unused and undamaged), although inspection/handling as permitted in a retail store to assess its nature, characteristics, and functionality is allowed;
- be provided with all labels, accessories, and the original packaging;
- must be properly packaged for transport to prevent damage.
10.6 If the returned item does not comply with our return policy (e.g., clear signs of use, damage, or missing parts), we reserve the right to refuse the return or make a reasonable deduction for diminished value and accordingly issue only a partial refund.
10.7 Does the return meet all the requirements? If so, you will receive confirmation by email. The refund will be processed within 7 business days using the same payment method you used to make the original payment.
10.8 Please note that the refund will only be issued after the returned item has been received and inspected by us.
10.9 In addition, consumers in the United Kingdom have a statutory right of withdrawal (cooling-off period) for distance contracts: You can cancel your order within 14 days of receiving it without giving a reason. After notifying us of the cancellation, you have a further 14 days to return the goods. We will refund the payments received in accordance with legal requirements.
11. Discount Codes and Vouchers
11.1 Hike & Haven occasionally offers discount codes or vouchers that you can use at checkout.
11.2 You can enter discount codes on the checkout page. If you enter the code correctly, the discount will automatically be deducted from the total amount.
11.3 Only one discount code may be used per order, unless otherwise stated.
11.4 Discount codes or vouchers have no cash value and cannot be exchanged for cash or interest.
11.5 Is the discount amount lower than the total value of your order? You can then pay the remaining balance using one of the regular payment methods.
12. Permitted Use of the Website
12.1 Use of the Hike & Haven website is permitted only for legitimate purposes. Any use that harms the website, our infrastructure, or our customers is expressly prohibited. This includes, but is not limited to:
- (a) Unlawful, fraudulent, misleading, or harmful use;
- (b) Distributing malware, spyware, viruses, or other harmful software;
- (c) Automated data collection such as scraping, harvesting, or data mining without the written consent of Hike & Haven;
- (d) Using bots or other automated access tools;
- (e) Violating instructions in the file
robots.txt; - (f) Unsolicited marketing activities such as spam, cold calling, or SMS campaigns;
- (g) Using information obtained through our website to contact third parties;
- (h) Reverse engineering, copying, or modifying the source code or content without authorization;
- (i) Attempting to develop similar or competing products/services based on the website or the systems of Hike & Haven;
- (j) Renting, selling, or reselling access to our online shop or systems;
- (k) Sharing access through internal company networks without permission;
- (l) Customizing, distributing, or using website content without our express consent.
12.2 You are personally liable for all damage or costs arising from prohibited use of the website.
12.3 You undertake to inform Hike & Haven without delay if you become aware of any misuse of the website or unauthorized use as described above.
13. Links to and from other websites
13.1 The Hike & Haven website may contain links to external third-party websites. These links are provided only as an additional service or source of information.
13.2 Hike & Haven is not responsible for the content, availability, accuracy, or reliability of the external websites referenced. You use these websites at your own risk.
13.3 You may link to our homepage as long as this is done in a fair, legitimate, and respectful manner and does not damage our reputation or our brand name.
13.4 It is not permitted to imply any collaboration with, endorsement by, or support from Hike & Haven without our prior written consent.
13.5 You may link to our website only from a domain or website that you manage yourself or for which you are authorized as an administrator.
13.6 Hike & Haven reserves the right to revoke permission to link to our website at any time and without prior notice.
14. Intellectual Property
14.1 The structure, layout, and source code of the Hike & Haven website are protected by intellectual property rights and may not be copied, imitated, or modified without prior written permission.
14.2 All rights to the website, including texts, images, graphic elements, product descriptions, and other content, belong to Hike & Haven or are licensed to us. These rights are protected worldwide by applicable law. All rights are expressly reserved.
14.3 You may use the website content only for personal, non-commercial purposes in accordance with these Terms of Use.
14.4 If you suspect that your own intellectual property rights or those of Hike & Haven have been infringed, please contact us immediately at to contact support@hikeandhaven.com.
14.5 Our trade names, logos, and trademarks may not be used without prior written permission, unless permitted under Article 13 (e.g., through a fair and accurate hyperlink to our website).
15. Protection of personal data
15.1 The Privacy Policy of Hike & Haven is an important part of these Terms and Conditions. By using our website, you agree to the provisions contained therein.
15.2 Hike & Haven uses cookies and similar technologies to improve the website. By agreeing to these Terms, you also agree to the use of cookies as described in the Privacy Policy.
15.3 All personal data you provide to us will be treated confidentially and processed only in accordance with applicable laws (including the Swiss nFADP and, where applicable, the GDPR). We take appropriate technical and organizational measures to protect your data.
15.4 If additional security measures have been agreed, certain data may be provided digitally to you and, if necessary, to authorized employees, consultants, or third parties acting on behalf of Hike & Haven—but only if this is necessary to fulfill our contract.
16. Security, viruses, and misuse
16.1 Hike & Haven endeavors to keep the website secure and technically reliable, but cannot guarantee that it will be completely free of errors, bugs, or malicious software.
16.2 You are responsible for the security of your devices when using our website. We recommend always using up-to-date antivirus software and other protective measures.
16.3 It is strictly prohibited to misuse our website in any way, for example by:
- Distributing or introducing viruses, malware, or other harmful technologies;
- Attempts to gain unauthorized access to systems, servers, or databases;
- Carrying out cyberattacks such as DoS or DDoS attacks.
16.4 Any attempt to sabotage, manipulate, or misuse our website or IT infrastructure is considered a serious violation of these Terms.
16.5 If misuse is identified, Hike & Haven reserves the right to immediately block your access to the website and, where appropriate, inform the competent Swiss or international authorities.
17. Limitation of liability
17.1 To the extent permitted by law, Hike & Haven shall not be liable for any direct or indirect damages arising from or in connection with the following:
- (a) third-party or user-generated content on our website;
- (b) errors or inaccuracies in the information we publish;
- (c) minor discrepancies in product images, colors, or specifications;
- (d) Decisions you make based on information on the website;
- (e) (temporary) unavailability of the website or its features;
- (f) delays or defects due to force majeure or circumstances beyond our control, such as disruptions, pandemics, strikes, or supply problems affecting partners.
17.2 Hike & Haven is not liable for consequential damages such as lost profits, reputational damage, lost opportunities, or lost savings—even if these damages were foreseeable.
18. Indemnification and Compensation
18.1 You agree to indemnify Hike & Haven and its employees, partners, and suppliers against any liability, damage, costs, or losses arising from:
- (a) a serious or repeated breach of these Terms by you;
- (b) fraudulent, negligent, or careless conduct;
- (c) unlawful or inappropriate use of our website, services, or systems.
18.2 If we suffer damage or incur costs as a result of the conduct described above, we reserve the right to claim full reimbursement of all reasonable legal, administrative, and operational costs.
19. Force Majeure
19.1 In the event of force majeure—i.e., circumstances beyond our control—that continue for more than seven (7) days, Hike & Haven reserves the right to terminate the contract in writing with immediate effect. In this case, you are entitled solely to a refund of products already paid for but not delivered.
19.2 Force majeure includes, among other things, natural disasters, pandemics, government measures, strikes, transport restrictions, power outages, cyberattacks, or disruptions affecting suppliers. Hike & Haven will decide at its own discretion how to handle existing orders and obligations in such cases.
20. Changes to the Terms and Conditions
20.1 Hike & Haven reserves the right to amend or update these General Terms and Conditions at any time. In the event of significant changes that may affect your rights or obligations, we will inform you via our website or by email.
20.2 If you do not agree to the amended terms, we ask you not to make any further purchases and to stop using our website.
20.3 If you expressly agreed to the General Terms and Conditions for previous purchases, Hike & Haven may ask you, in the event of material changes, to provide your express consent again before using the online shop again.
21. Breach of these terms
21.1 In the event of a breach of these terms, Hike & Haven may take the following measures, depending on the severity of the breach:
- (a) send you an official warning;
- (b) temporarily suspend your access to the website (or any part of it);
- (c) cancel ongoing orders;
- (d) refuse or refund future payments;
- (e) permanently suspend your account and access.
21.2 If your access to the website is restricted, you are not permitted to circumvent this restriction, for example by using a different email address, device, or IP address.
22. Applicable law
These terms and conditions are governed by Swiss law, regardless of where you are. All disputes arising from the use of the website or these terms and conditions fall under the exclusive jurisdiction of the competent courts of the canton where Hike & Haven has its registered office, unless mandatory consumer law provides otherwise. For consumers in the United Kingdom, mandatory consumer protection rights under the applicable laws remain unaffected.
23. Terms and explanations
The following definitions apply in these terms:
- Order: a purchase request that you submit through our webshop for one or more products;
- Order confirmation: the email that Hike & Haven sends you to confirm receipt and acceptance of your order;
- Payment service provider: an external service provider responsible for securely processing payments through our website;
- Product: any item that Hike & Haven offers through the webshop;
- Website: the official online environment of Hike & Haven, where products are presented and sold.
Questions or comments?
Do you have any questions, suggestions, or uncertainties about these terms? Simply email us at support@hikeandhaven.com. We are happy to help.
Contact
Do you have any questions or would you simply like to speak with us? Please feel free to contact us at:
Email: support@hikeandhaven.com
Phone number: +41755733379
Contact page: Contact page
We aim to respond within 24 hours during our opening hours.
Company name: Hike & Haven
Warehouse address: Mitchel Brama
Address: Albert Cuypstraat 5
Postal code: 7574 VC
City: Oldenzaal
Country code: NL
Kvk: 82909210
Customer service opening hours
Opening hours (Monday to Friday):
9:00 a.m. to 6:00 p.m. (GMT+1 Zurich)
Opening hours (Saturday and Sunday):
10:00 a.m. to 4:00 p.m. (GMT+1 Zurich)